The OECD and the ICA came together to organise a one-hour webinar on October 12, 2016 around the theme "Delivering an Improved Citizen Experience through User-Driven Design Approaches".

The webinar allowed their members to exchange views and practices on user-driven service design and delivery.

The webinar benefitted from presentations by Ryan Androsoff and Alanna MacDougall, who explained Canada’s experience in using design thinking approaches to improve service delivery at the Canadian Department of Migration. Bald Herreman’s presentation highlighted how Belgium has adapted its public sector back office infrastructure into a citizen/industry oriented ecosystem to deliver a better user experience. Yih-Jeou Wang presented the case of Payment Denmark, a shared service centre for public payments that delivers efficiency and high user satisfaction.